Flex - Customer Support Specialist II (Project-Based)

Role Details
Type of Support:
Email & Chat (Non-voice)

Contract Duration:
Temporary (3 Months) co-terminous

Training Schedule:
Open to shifting schedules (subject to business requirements)

Work Schedule:
Open to shifting schedules (subject to business requirements)

Work Type and Location:
Hybrid, Philippines

About Us
Crescendo
represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.
The Role
We're looking for a
Customer Support Associate
who excels in communication and shares our passion for health and fitness. As the voice of a U.S.-based brand, you'll need strong written English skills to engage with our customers in a way that's friendly, thoughtful, and empathetic. The ideal candidate for this role is someone who can think creatively, adapt quickly, and maintain a high standard of quality and attention to detail, even in a fast-changing environment.

In this role, you'll go beyond answering questions, you'll help guide customers as they go through their health journey, offering expert knowledge about our products and embodying a customer-first mindset. We also value initiative; we're looking for someone who can identify areas for improvement and proactively suggest solutions that enhance the customer experience.

What you'll do:

• Providing an amazing customer experience across all channels including phone, email, and live chat
• Able to handle different levels of customer inquiries ranging from order status, and product inquiries, to company policies.
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Escalating common trends from calls and emails to ensure swift action is taken
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Able to work independently and collaboratively
• Strong written and verbal communication skills
• Responding to customer inquiries with empathy and attentiveness
• Completing your tasks with less direction and making educated decisions about your work as needed.
• Following workflows independently and prioritize the tasks assigned to you based on urgency and importance.

What We Expect From You:

• Excellent spoken and written English (C2 Level).
• Prior customer support experience preferred.
• Social media experience is a plus.
• Experience handling refunds, orders and replacements in Shopify.
• Strong understanding of service level expectations and strive to meet or exceed them without compromising the customer experience.
• Ability to keep current with frequent product and process changes with limited advance notice.
• Highly empathetic, and committed to strong teamwork and collaboration.
• Amazing customer service sensibilities.
• Proactive attitude and ability to work remotely with limited supervision.
• Strong reading comprehension and problem-solving skills.
• More web and computer-savvy than the average person.
• The desire to stretch yourself and learn new skills.
• Strong attention to detail.
• Familiarity Gorgias (CRM platform) preferred.
• A passion for health and fitness products preferred.
• Capable of managing balance between working independently and as part of a team.

What You'll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• Paid Sabbatical Leave
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo
is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE
Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.